【正文】 .................................................. 3 相關(guān)概念概述 .............................................................................................................. 3 中小型制造類企業(yè) ........................................................................................... 3 SaaS 模式 .......................................................................................................... 3 CRM（客戶關(guān)系管理） ................................................................................... 4 基于 SaaS 模式與傳統(tǒng)客戶關(guān)系管理模式的比較 ......................................... 5 基于 WEB 的 B/S 結(jié)構(gòu)體系 .............................................................................. 6 Oracle 數(shù)據(jù)庫 .................................................................................................... 7 第 3 章 系統(tǒng)分析 .................................................................................................................... 8 需求分析 ...................................................................................................................... 8 研究的可行性分析 ...................................................................................................... 9 經(jīng)濟(jì)可行性 ....................................................................................................... 9 管理可行性 ....................................................................................................... 9 技術(shù)可行性 ....................................................................................................... 9 國內(nèi)外主流 CRM 產(chǎn)品分析 ........................................................................................ 9 傳統(tǒng)大型 CRM 軟件提供商 ........................................................................... 10 專業(yè) CRM 軟件提供商 ................................................................................... 10 基于 SaaS 模式下的 CRM 軟件提供商 .......................................................... 11 基于 Saas 模式下中小型制造業(yè)的 CRM 系統(tǒng) .............................................. 11 系統(tǒng)業(yè)務(wù)流程分析 .................................................................................................... 11 系統(tǒng)數(shù)據(jù)流程分析 .................................................................................................... 12 系統(tǒng) 模塊分析 ............................................................................................................ 13 客戶分析 ................................................................................................................... 13 第 4 章 系統(tǒng)結(jié)構(gòu)設(shè)計(jì) .......................................................................................................... 15 系統(tǒng)框架 .................................................................................................................... 15 體系結(jié)構(gòu) .................................................................................................................... 15 Oracle 分布式數(shù)據(jù)庫結(jié)構(gòu) .............................................................................. 15 Struts 2 框架 .................................................................................................... 16 Hibernate 框架 ................................................................................................ 18 Spring 框架 ...................................................................................................... 20 Web 應(yīng)用體系框架 ......................................................................................... 22 順序圖分析 ................................................................................................................ 22 第 5 章 系統(tǒng)需求設(shè)計(jì) ............................................................................................................ 24 系統(tǒng)描述 .................................................................................................................... 24 角色識(shí)別 .................................................................................................................... 24 詳細(xì)類設(shè)計(jì) ................................................................................................................ 25 第 6 章 系統(tǒng)總體設(shè)計(jì) ............................................................................................................ 30 ........................................................................................................... 30 功能列表 ......................................................................................................... 30 信息中心 ......................................................................................................... 32 系統(tǒng)面板 ......................................................................................................... 32 客戶管理 ......................................................................................................... 32 銷售管理 ......................................................................................................... 33 統(tǒng)計(jì)分析 ......................................................................................................... 33 用戶面板 ......................................................................................................... 33 數(shù)據(jù)庫設(shè)計(jì) ................................................................................................................ 34 數(shù)據(jù)庫需求分析 ............................................................................................. 34 數(shù)據(jù)庫總體設(shè)計(jì) ............................................................................................. 34 數(shù)據(jù)庫表結(jié)構(gòu)詳細(xì)設(shè)計(jì) ................................................................................. 35 致謝 ............................................................................................................ 錯(cuò)誤 !未定義書簽。 關(guān)鍵詞： CRM系統(tǒng) ； Saas模式 ； 中小型企業(yè) ； 制造業(yè) ； ABSTRACT CRM system is a puter information management system for automatic management of customer information. Through the use of CRM systems, enterprises can improve the capacity and efficiency of their cu